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A user attempting to login to FortiCloud will be presented with an account selection screen if the user exists under multiple FortiCloud accounts. If the user is the primary account holder for one of the accounts, that account will be listed with 'Master User'.
In the example above, the first listed account was created unintentionally by a user who is a subuser on the second listed account.
Accounts with no associated assets can be deleted by opening a ticket through the support portal.
- Login to support.fortinet.com as the principal account ('Master User'). Log in as an email user with existing credential, see FortiCloud Services 25.4.0 Asset Management | Logging into an account.
- Create a Customer Service Ticket. Account deletion requests are not processed over the live support line. Select 'Customer Service Ticket' -> Select 'Submit Ticket'.
- Enter ticket Basic Info. For Ticket Category, select 'Account Deletion'. Since account deletion requires no assets registered to the account, Serial Number can be left blank.
- Add an initial ticket comment giving a Reason for Deletion and confirm the Account ID and email address.
The Account ID is visible in the top-right account drop-down menu and is typically seven digits long.
- Preview the ticket and confirm ticket creation.
- After creation, the ticket appears under Active Tickets. When there is an update, an email will be sent to the account holder.
- Monitor for ticket updates and follow the Customer Service representative's instructions for any additional steps.
Note:
- After an account is removed, it no longer appears in the Asset Management account selection screen. The account deletion ticket is still open until closure is confirmed by email reply.
- After account deletion, if the email user already existed under a different FortiCloud account, the user will still be able to log in to that account with the access previously defined for that user.
FortiCloud Organizations:
If FortiCloud Organizations were configured and if any IAM users with Organization scope exist, these users must be removed before the FortiCloud account can be deleted. See the document FortiCloud Services 25.4.0 Organization Portal | Deleting Organizations.
FortiGate Cloud:
IAM users are the correct tool to delegate access to FortiGate Cloud resources to other users. IAM users and permission profiles can be created by the account owner or IAM administrator, not by legacy subusers. See FortiGate Cloud 25.3a Administration Guide | User Management.
A legacy subuser attempting to access FortiGate Cloud may inadvertently go through the FortiCloud account creation process if 'Create Account' is incorrectly selected at the FortiGate Cloud login prompt.
The highlighted button redirects the user to the FortiCloud account creation process. If the user continues to follow the process, this results in a new FortiCloud Portal account with the user's email as the primary account holder. Since this account would have no assets registered to it, it would not provide access to any FortiGate devices already connected to FortiGate Cloud.
Note: Deleting a FortiCloud Portal account does not remove the associated FortiGate Cloud account.
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